Anyone free to help troubleshoot this failure in our outbound campaign flow. The Data Action calling ServiceNow to validate ticket status times out after 10 seconds, causing the dial attempt to abort. The ServiceNow endpoint responds in 200ms locally, yet the Architect flow logs show DATA_ACTION_TIMEOUT. We are using the standard REST API connector. Is there a hidden retry logic or specific timeout override for outbound triggers that I am missing?
The root of the issue is likely not the network latency but the default timeout configuration on the Data Action node itself within the flow. Genesys Cloud defaults REST data actions to a strict 10-second timeout, which triggers DATA_ACTION_TIMEOUT regardless of the actual endpoint response time if the handshake or internal processing exceeds that limit.
The suggestion above regarding retries is valid, but you must explicitly define the timeout in milliseconds first. If you are managing this via Terraform, update the genesyscloud_flow resource for the specific data action node.
resource "genesyscloud_flow" "outbound_campaign" {
# ... other config
data_action {
# ...
timeout_ms = 30000 # Increase from default 10000
retry_count = 3
}
}
If editing via Architect UI, check the “Advanced” tab on the Data Action step. Set Timeout to 30000 and enable retries. The 200ms local test ignores the TLS handshake overhead and potential intermediate proxy delays in the cloud environment.
This is a classic serialization bottleneck rather than just a network timeout. when dealing with serviceNow via rest, the payload structure often gets bloated with sys_id pointers or unnecessary attachments, causing the genersys cloud parser to hang before the actual http request completes. check the request body size in the architect logs. if it exceeds 5kb, the internal buffer might be choking. try stripping the payload to only essential fields like number and state. also, verify if the outbound campaign is hitting a specific carrier failover route that adds latency to the dns lookup phase. sometimes the trunk registration status affects api gateway routing too, which is weird but happens. ensure the data action node has retry: true set with a 2s delay, but focus on reducing the json footprint first. serviceNow is notoriously strict about data types, so a string vs integer mismatch in the query params can also trigger this silent timeout.
The documentation actually says…
Zendesk tickets are static records, so GC Data Actions feel heavy during migration. The 10-second default is strict.
Increase the timeout in the node settings. Set it to 30000ms. This aligns better with external REST calls.
Check the payload size too. Large ServiceNow responses trigger GC’s parser limits, unlike Zendesk’s simpler API.